Lead - Customer Success

Company Description

Organizations everywhere struggle under the crushing costs and complexities of
“solutions” that promise to simplify their lives. To create a better experience for their
customers and employees. To help them grow. Software is a choice that can make or
break a business. Create better or worse experiences. Propel or throttle growth.
Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional
customer and employee experiences. Our enterprise-grade solutions are powerful, yet
easy to use, and quick to deliver results. Our people-first approach to AI eliminates
friction, making employees more effective and organizations more productive. Over
72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony
Music, trust Freshworks’ customer experience (CX) and employee experience (EX)
software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks
employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.

Job Description

Overview

We are looking for a strategic and customer-obsessed Lead - Customer Success
professional to manage key enterprise accounts and drive long-term customer value. In
this role, you will be responsible for building and nurturing high-impact relationships
with decision-makers and end users, ensuring adoption, expansion, and retention of the
Freshworks suite of products.
You will serve as the trusted advisor to your portfolio of customers, deeply
understanding their goals and workflows, proactively resolving issues, and acting as the
internal voice of the customer. This role demands a mix of consultative engagement,
cross-functional collaboration, and a data-driven approach to customer health and
growth.

Roles & Responsibilities

Customer Relationship Management
• Own and grow relationships with a portfolio of high-value enterprise customers.
• Build and maintain trusted partnerships with key stakeholders, power users, and
executive sponsors throughout the customer lifecycle.
• Drive customer satisfaction, retention, and advocacy through regular business
reviews and strategic engagements.
Customer Success Planning & Adoption
• Understand customer objectives, use cases, and success metrics to build
tailored success plans.
• Guide onboarding and implementation in collaboration with Professional
Services and ensure strong product adoption.
• Identify opportunities for expanding Freshworks product usage and partner with
Sales on upsell and cross-sell initiatives.
Risk Management & Escalation Handling
• Monitor account health and proactively identify risks to retention or satisfaction.
• Create and execute mitigation plans for at-risk customers and address churn
signals early.
• Lead resolution of escalated issues by coordinating with internal teams
(Support, Billing, Product, etc.).
Product & Process Advocacy
• Maintain deep expertise in Freshworks products, features, and use cases.
• Serve as a voice of the customer internally—sharing product feedback, feature
requests, and pain points with relevant stakeholders.
• Support contract-related discussions and serve as the go-to contact for
account-level inquiries.
Cross-functional Collaboration
• Partner with team leads from Sales, Support, and Implementation to ensure a
seamless customer experience.
• Share insights and trends with Customer Success leadership to improve internal
processes and playbooks.

Qualifications

• 7-10 years of experience in Customer Success, Account Management, or
Consulting, preferably in a SaaS or product company.
• Proven track record of managing enterprise customer accounts in India.
• Experience in driving technology adoption, customer value realization, and
expansion strategy.
• Strong relationship-building skills at all levels—including executive stakeholders.
• Demonstrated ability to manage escalations, renewals, and portfolio
prioritization.
Skills Inventory
Customer Engagement & Relationship Management
• Expertise in building long-term executive relationships and strategic account
management.
• Deep understanding of customer success frameworks, lifecycle management,
and value delivery.
Account Strategy & Portfolio Management
• Experience in account planning, risk assessment, success planning, and
retention strategy.
• Strong business acumen and ability to connect customer needs with Freshworks
solutions.
Project & Process Management
• Strong organizational and multitasking skills to manage multiple high-stakes
accounts simultaneously.
• Capable of driving adoption and handling change management across large
teams or departments.
Technical & Product Acumen
• Ability to develop domain expertise in Freshworks products and translate
capabilities into value-driven use cases.
• Aptitude to troubleshoot customer challenges and coordinate internal resources
to resolve them.

Communication & Influence
• Exceptional verbal and written communication skills.
• Ability to influence internal and external stakeholders and serve as a reliable
point of contact for customers.
Additional information
At Freshworks, we are creating a global workplace that enables everyone to find their
true potential, purpose, and passion irrespective of their background, gender, race,
sexual orientation, religion and ethnicity. We are committed to providing equal
opportunity for all and believe that diversity in the workplace creates a more vibrant,
richer work environment that advances the goals of our employees, communities and
the business.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.